$1bn European 'unicorn' firm continues expansion in UK

A $1bn European customer engagement firm plans to increase its reach and headcount in the UK

CM.com recently moved to a dedicated office overlooking St Katherine’s Dock, London.

The firm is set to expand over the next 12 months, with a 25 per cent uplift on top of the 50 per cent employee headcount growth they experienced in 2020 to 2021.

The Dutch listed company specialises in “conversational commerce”; the way customers interact with companies through differing digital channels such as WhatsApp, SMS, Chatbots, and voicebots.

CM.com’s clients include American Express, Express, Cancer Research UK, and Coca-Cola.

James Matthews, UK and Ireland country manager for CM.com said: “Every sector has been affected by the pandemic in one way or another over the past 18-months, especially businesses that sell products or services directly to consumers.

“Managing the huge uplift in customer enquiries relating to event cancellations, travel changes, or online orders has put enormous pressure on contact centres.

“Businesses are now coming to us looking for help to give their customers the ability to contact them in the way the customer wants, whilst automating as much of the engagement process as possible to reduce the workload on call centre operatives.”

The firm was the event supporter of the recent Formula 1 Heineken Dutch Grand Prix, and provided the technology infrastructure for ticketing, customer support and in-event payments.

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